Graham Pfeifer Email & Phone Number

Management of 40.000 sq ft of Data Center space, $6 million budget and staff (20).*Consolidated SAP job scheduling into Tivoli Workload Scheduler (TWS) and championed recommended improvements that resulted in a 20% reduction in migrated batch jobs. Provided hands-on support for team in requirements, validation and quality documentation. *Built out Disaster Recovery space for key applications while reducing power capacity from 90% to 75%. Removed barriers in accomplishing goal; accommodating short-term needs while working within long-term strategy.*Researched and justified operations staffing expansion to properly support 24/7 staffing of Enterprise Data Center. Obtained management approval for staffing addition from 7 to 18 Operations staff while maintaining service levels. Conducted interviews and managed hiring process. *Justified and raised visibility for upgrade of unsupported job scheduler. Received non-budgeted approval, executing successful upgrade of tool without any production impact.*Developed and executed tactical data center plan, extending power and floor space through availability of Enterprise Data Center.

Management of 24x7 Data Center operations staff (7), day-day operations, batch job scheduling and physical data center environment.*Rebuilt customer confidence and Data Center integrity through communication, setting expectations and taking a proactive approach, formalizing a standard communication approach.*Strengthened relationships with facilities support partner ensuring proper redundancy, power and cooling of data center environment, incorporating change management process into facilities activity.*Developed partnerships with key vendors and internal support partners, ensuring timely response and solutions to issues and appropriate cost controls.

*Provided daily support for Support Center staff and escalated client issues. Developed strong relationships with escalation partners to ensure appropriate knowledge and support of client issues.*Defined and set up Automated Call Distribution system for Asia Pacific IT Support Center; discovered and documented current Asia Pacific IT support structure, identified gaps, and integrated into existing centralized support process.

*Developed process and toolset for increasing First Call Resolution of desktop related issues.*Discovered existing business unit support process and integrated into centralized IT Support Center. Documented new information in knowledge base and trained IT Support Center staff to ensure proper resolution and routing of client issues.

Ba, Mathematics

Activities and Societies: Graduated Cum Laude, Bethel College Dean's List, National Dean's List

Pmp, Project Management Professional